Usage and admin help
- Jira Software
Project and issue tracking
- Jira Service Desk
Service desk and customer support
- Jira Core
Manage any business project
Git code management
Project admins can set up a knowledge base so your team can write and share helpful articles, such as how-tos, FAQs, and support questions, and let customers self-serve instead of raising a request.
The service desk knowledge base benefits your team and your customers by:
Letting customers help themselves by searching for articles in the help center
Gathering customer feedback to lead to more relevant and helpful article updates
Helping agents solve requests faster by sharing articles with customers or referencing articles while they work
Encouraging agents to create new articles if a request contains useful information
Standardizing answers to customer questions instead of offering multiple responses from different sources.
A knowledge base stores helpful articles that your team and customers can reference.
Link a Confluence space to a service desk project if Confluence and Jira Service Desk have the same Atlassian Cloud domain name.
A knowledge base uses a combination of global, space, and page permissions to determine who can view and create articles.
Unlink a space and hide knowledge base articles from your service desk.
How do I automatically present a knowledge base article category.
Your team can use knowledge base article reports to see how often an article is shared, viewed, and voted as helpful.
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